Click on this link...Thank you!
http://www.bnipodcast.com/
Synopsis
Deanna Tucci-Schmitt, Executive Director of BNI Western Pennsylvania, and Bob Gambone, author of Pecan Pie: 32 Business Success Strategies Passionately Baked to Order, join Dr. Misner this week to talk about BNI’s culture of recruiting.
Businesses have recruiters, whose job is actively finding the right person for the right position. BNI has had a tradition of inviting new members, without qualifying them in advance. If all BNI members develop the mindset of recruiters, everyone will get more and better referrals.
Remember, culture eats strategy for breakfast. Keep your chapter’s culture in mind when recruiting new members.
Wednesday, August 31, 2011
Wednesday, August 24, 2011
Everyone Falls, Not Everyone Fails
You know the cliche'... "What's old, is new again."
In a recent Success Magazine CD I heard something that was told to me years ago by John Susan.
John was a mentor of mine for many years.
...After struggling through a terrible year in one particular store, I was demoted and put on probation.
John shared with me these inspiring words:
"Bob, in business there is a difference between falling and failing...just like the stock market, all businesses fall. Its takes passionate leadership to prevent the failure."
A few weeks later he sent me a note with this quote...
"Nobody trips over mountains. It is the small pebble that causes you to stumble. Pass all the pebbles in your path and you will find you have crossed the mountain." ~Author Unknown
John died of pancreatic cancer in his mid 50's. In my book Pecan Pie, I credit John for my leadership growth.
Memory Eternal - John Susan
In a recent Success Magazine CD I heard something that was told to me years ago by John Susan.
John was a mentor of mine for many years.
...After struggling through a terrible year in one particular store, I was demoted and put on probation.
John shared with me these inspiring words:
"Bob, in business there is a difference between falling and failing...just like the stock market, all businesses fall. Its takes passionate leadership to prevent the failure."
A few weeks later he sent me a note with this quote...
"Nobody trips over mountains. It is the small pebble that causes you to stumble. Pass all the pebbles in your path and you will find you have crossed the mountain." ~Author Unknown
John died of pancreatic cancer in his mid 50's. In my book Pecan Pie, I credit John for my leadership growth.
Memory Eternal - John Susan
Thursday, August 4, 2011
Put On Your Customer Hat
Back in early 1980’s I was a participate in a corporate think-tank. Our goal was to identify the one employee position that truly represented customer service. The strategy was to focus on this position for training tactics.
The members of the think-tank were polled and the number one choice was the store manager, followed by the assistance store manager, cashiers, meat manager, and so on. Only one person said the most important person for customer service was the lot guy. I was that person.
After the rest of the think-tank team stopped laughing at me, the facilitator said,
“Ok Bob, get serious now, what position is your choice?”
I stood firm and said… “Yes, in all seriousness the lot guy (person) is the most important employee representing our customer service brand."
Why?
The lot person is the first employee customers see when they arrive at our store and the last person they see when leaving. We only have once chance for a first and lasting impression.
I was overruled….the group voted the store manager.
UPDATE!
3 years later, we paid big bucks to have a consulting firm tell us:
“The people on the front lines, like the lot-people, are the most important employees when it comes to customer service.”
Really?!............ I never did get credit for that one.
Take a look at your business as you would a customer, put on your Customer Hat.
***10 First Impressions you may be overlooking***
YOUR…
1. Business Cards
2. Web site, LinkedIn, Facebook.
3. Dress Code and your employees dress code.
4. Parking lot, store front, entranceway.
5. Voice mail message.
6. Vehicle.
7. Smile, breath, overall appearance.
8. Email .
9. Handshake.
10. Attention-focus-eye contact.
“You never get a second chance to make a first and ever-LASTing impression.”
-------------------------------------------------
“Copyright (8-05 -2011) by Robert V Gambone Sr.”
The members of the think-tank were polled and the number one choice was the store manager, followed by the assistance store manager, cashiers, meat manager, and so on. Only one person said the most important person for customer service was the lot guy. I was that person.
After the rest of the think-tank team stopped laughing at me, the facilitator said,
“Ok Bob, get serious now, what position is your choice?”
I stood firm and said… “Yes, in all seriousness the lot guy (person) is the most important employee representing our customer service brand."
Why?
The lot person is the first employee customers see when they arrive at our store and the last person they see when leaving. We only have once chance for a first and lasting impression.
I was overruled….the group voted the store manager.
UPDATE!
3 years later, we paid big bucks to have a consulting firm tell us:
“The people on the front lines, like the lot-people, are the most important employees when it comes to customer service.”
Really?!............ I never did get credit for that one.
Take a look at your business as you would a customer, put on your Customer Hat.
***10 First Impressions you may be overlooking***
YOUR…
1. Business Cards
2. Web site, LinkedIn, Facebook.
3. Dress Code and your employees dress code.
4. Parking lot, store front, entranceway.
5. Voice mail message.
6. Vehicle.
7. Smile, breath, overall appearance.
8. Email .
9. Handshake.
10. Attention-focus-eye contact.
“You never get a second chance to make a first and ever-LASTing impression.”
-------------------------------------------------
“Copyright (8-05 -2011) by Robert V Gambone Sr.”
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